Feedback and complaints

We’ll do all we can to help and put things right if something has gone wrong. Our Common Help topics may be able to help solve your issue. Alternatively, you might find what you’re after on our Help and Support page

Remember

• to include your full name and postal address, email address and preferred daytime contact number
• provide as much information about your complaint as possible
• include the policy/account number
• also let us know when and how it is best to get in touch, and we will do our best to meet this

When can you expect a response? 

We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we’ll send you a response within 5 working days. This will explain: 

• when you can expect to hear from us again
• how your complaint will be dealt with

We always aim to respond to complaints as soon as possible. However, depending on the type of query, this can occasionally take longer: 

• responses may take up to 56 days but we will always provide you with an update(s)

If we are able to resolve things straight away and to your satisfaction, we will send you written confirmation.  

Not happy with our response?

If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to get it sorted. Alternatively, you can contact the Financial Ombudsman Service, who will independently review your case for free. 

Please note that if longer than six months has passed since our final response letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. This includes where the Ombudsman believes that the delay was the result of exceptional circumstances. 

Contact details for the Financial Ombusman are: 
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk  If you do not wish to contact the Ombudsman, the European Online Dispute Resolution Platform may also be able to look into your case

Claims Management Companies  

Claims Management Companies (CMCs) are firms that act as intermediaries between claimants and companies being claimed against in return for a fee. 

Whilst you are free to use a CMC if you wish to do so, please be aware that if you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won’t have to pay a fee if you do receive compensation.

For independent guidance on how CMCs work visit Which?

Learning from complaints 

Our customers are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to: 

• make sure you know who is dealing with your complaint should we need more time to work out what’s gone wrong 
• learn from your issue, and implement the changes needed to make sure it doesn’t happen again